Rights of passengers with reduced mobility
Are you flying with a mobility restriction or handicap? If so, you are entitled to assistance without additional costs, so that you can travel in the same way as other people.
Guidance at the airport and during the flight
- When booking your flight, notify the airline or tour operator of the assistance needed. Report this at least 48 hours before departure of the flight. If you fail to do so, you will still be entitled to assistance, but you may have to wait longer.
- The airline may not refuse your booking on the grounds of your disability or mobility restriction. An exception is when the legal safety standards cannot be met or if the dimensions of the aircraft makes access or transportation impossible.
- You are entitled to free assistance at the airport (departure, arrival and transit) and on board.
More information about your rights
What tasks does the ILT perform?
The ILT is the designated national enforcement body for the European regulation on passenger rights (regulation EC1107/2006). The ILT oversees all flights departing from the airports below and flights arriving at these airports, from outside the EU with an
airline located in Europe:
- Schiphol
- Rotterdam The Hague Airport
- Eindhoven Airport
- Groningen Airport Eelde
- Maastricht Aachen Airport
On flights departing from other EU countries, a different national enforcement body is the competent authority.
How does the ILT supervise?
- The ILT performs inspections at the airports.
- The ILT performs inspections on flights when they leave or arrive.
- The ILT performs theme inspections.
- The ILT investigates complaints from passengers with reduced mobility.
In the event of violations, the ILT can penalize airlines with a warning, a corrective interview, an administrative fine or with an order subject to a penalty payment.
Do you have a complaint about the airline, tour operator or airport?
Do you believe that the airline, tour operator or airport acted incorrectly? Then you can submit a complaint to the airline, tour operator or airport.
If you cannot settle your complaint with the airline, tour operator or airport, you can file a complaint with the ILT. You must always submit a complaint at the relevant party before filing a complaint at the ILT. You can also file a complaint at the ILT if you do not receive a response from the airline, tour operator or airport.
Are you unable to complete the form or do you have questions? Contact the ILT. We are happy to help you.
The ILT deals with complaints to achieve good compliance and can impose sanctions to that end.
The ILT does not arrange compensation for you personally.